Manual dialing consists of the agents actually dialing the numbers themselves (for example – pushing buttons).

Through Preview Calling, agents get a choice to either launch a call or skip it and move to the next call.  Click Dialing involves pulling numbers from a database (like a CRM) and clicking on the calls the agents chooses to make.

These are all call processes that require human intervention, so this is not automated dialing.

Intelligent Contacts offers another option called Intelligent Queue in which contact center managers can click on a phone number and launch the calls for the agents.   The system breaks down the process this way:

• Numbers are in the management system (not the dialer itself)
• The management system decides what calls are manual (via PBX/Non-ATDS) and which ones are to be auto dialed (via ATDS)
• It keeps the process compliant because the dialer is not storing numbers and managers/agents are not calling numbers that should not be automated (this is manual intervention, so it is not an example of autodialing)

 Landlines can be called automatically.  It’s trickier when you’re talking about cellphone numbers.  Some systems will remove or avoid cell phone numbers, and that’s why we designed a system that will split calls into “How to call” lists.

When it comes to cell phones, it’s imperative to have consent from the consumer.  If you don’t have consent, you have to utilize manual dialing processes.

 If you’re able to explain how your dialer is not storing calls and you’re able to show how your system properly separates manual/auto calls, you’re protecting yourself from legal issues.